Shipping policy
Delivery & Refund Policy
Thank you for shopping with us. We want to ensure you have the best experience possible. Below you will find our detailed delivery options and our Amazon-aligned policy regarding food safety, returns, and refunds.
1. Shipping & Delivery Guidelines
Dispatch Timeline
- Weekday Cut-Off: All orders placed before 3:30 PM (GMT), Monday through Friday, are dispatched from our warehouse on the exact same day.
- Weekend Orders: Orders placed after 3:30 PM on Friday, or anytime on Saturday and Sunday, will be securely packaged and dispatched on the following Monday.
Shipping Rates & Delivery Times
- We ship exclusively via Royal Mail Next Day Delivery to ensure your items arrive fresh and on time.
- Orders £35.00 and Over: Free Delivery.
- Orders Under £35.00: A flat shipping fee of £6.00 (£5.00 + VAT) will be applied at checkout.
- Tracking: Once your order is processed, a Royal Mail tracking link will be emailed to you instantly so you can follow your journey.
2. Returns, Refunds & Cancellations
To maintain strict health, safety, and hygiene standards, our store operates under a Non-Returnable Policy on all grocery and food products—similar to Amazon's policy for Merchant Fulfilled items.
Non-Returnable Items
- Delivered & Defect-Free: We cannot accept physical returns or offer change-of-mind refunds on any food items that have been successfully delivered in perfect condition.
Exceptions: Damaged or Defective Items
If your order arrives damaged or unusable, you do not need to ship the items back to us. Instead, we offer a Returnless Resolution under the following conditions:
- Reporting Window: You must report the damage within 5 days of the delivery date.
- Required Evidence: Please contact our customer support team and provide your order number alongside a clear photograph showing the damage or defect.
- Resolution: Upon verification, we will immediately arrange a free replacement or process a full refund to your original payment method.
Undelivered Parcels
- If your Royal Mail tracking link indicates that your parcel has been lost, misdelivered, or remains undelivered past its estimated arrival date, please contact us immediately.
- We will launch a swift investigation with Royal Mail and issue a priority replacement or full refund for your missing order.
Refund Processing Time
- Approved refunds are initiated immediately.
- Depending on your banking institution, the credit will appear back on your original payment card within 5 to 7 business days.